Workforce Management Specialist (Fintech)

TL;DR

Workforce Management Specialist (Fintech): Managing workforce capacity, scheduling, and volume forecasting to ensure operational benchmarks and SLAs are met with an accent on data-driven planning and risk mitigation. Focus on optimizing FTE allocation, monitoring department performance, and improving system incident resolution speed.

Location: Onsite in Manila (One Ayala Tower 2)

Company

hirify.global is a global financial services organization providing specialized support and operational excellence.

What you will do

• Perform core WFM tasks including reporting, trend identification, and capacity planning.
• Forecast volume and create optimized employee schedules and seat allocations.
• Manage FTEs and volume peaks using overtime and flexible workforce strategies.
• Coordinate daily activities and monitor performance against operational benchmarks.
• Produce accurate daily, weekly, and monthly SLA reports.
• Handle incident and risk management to protect the organization from financial and non-financial risks.

Requirements

• Must be based in Manila (One Ayala Tower 2).
• Strong understanding of Financial Industry regulatory requirements.
• Ability to define and enhance escalation procedures for new business lines.
• Strong communication skills for diverse audiences to align with Group strategy.
• Ability to thrive in complex, uncertain environments with a results-driven approach.